Hello,

Question in a Sentence: List of companies in Germany who
provide Answering Service (Helpdesk) in German Language for our
clients located there.

Question in Detail:
We have a web hosting and design company based in USA 
and are looking to enter German market by setting up a
relationship with a local answering service which will handle
in-coming calls in German language. The calls will be of the following nature:

-- Pre-sales Enquiries
-- Technical Support Enquiries

We will provide the answering service company with:

a) Brief Knowledge base of answers (2 or 3 pages long, nothing complicated)
b) Access to our Support team via a web application.

When a technical support call comes in:
-- The phone representative will take down the client's enquiry
    and will enter it into a web based application IN ENGLISH.
-- Technical Support Representative (on our end) will resolve
     the issue, and will provide the needed answer to the German
     client via web application in English.
-- German phone representative will give the client a call (if needed)
     to report on the resolution.


Now, i have researched for two weeks using Google and found no
companies which match this requirement. Once it matches to some extent
i can go ahead and ask for a quote from them.

To summarize my question this is what i need:
1) List of companies in Germany (located anywhere within their
country) who provide Answering Service in German Language for our
clients. Company URL & Telelphone would be enough.

2) These Companies should be providing HelpDesk Answering Service and
not just recieve and transfer calls.

3) Price is not a bar. Ability to provide local language service
(German in Germany) is a must.

If you need clarifications or if Answer needs a price Hike, please
dont hesitate to ask as this is a bit urgent.

Thanks & Best Regards
Suryakiran

---

Request for Question Clarification by politicalguru-ga on 27 Jun 2005 01:08 PDT

Dear Kiran, 

I've spoken with a company that claimed that they can provide this
kind of support (if I understood the type of support: see my note
bellow). They would like to have, however, an estimate of the number
of clients expected to call in.  I would be grateful if you could
provide me with such an estimate.

Note: 
I just want to see if I understood correctly: 
(1) The (German) employee of this firm receives a call from the German
client - for this stage, the employee must be able to talk with the
end-client in German and understand their problem;
(2) They feed the nature of the problem to your helpdesk form, and
"mail" it to the US-based helpdesk - for this stage, the employee must
also be able to write and understand written English, at least the IT
jargon.
(3) The US-based centre sends a solution to the problem (or solves
it); the German employee follows up with the client and makes sure
they're satisfied: they must be able to express themselves in IT
customer support/helpdesk in German confidently.

---

Clarification of Question by kiran3d-ga on 27 Jun 2005 03:44 PDT

Dear  politicalguru,
Thanks for your reply. Your understanding of our requirement is correct.

However, Currently we are not sure as to what could be the quantity of
incoming calls in Germany. For this reason we are not willing to hire
a specific number of employees in a call centre.

Here in US there are companies who allocate executives dynamically as
per the call volume and thus charge only on per-minute basis + one
time setup fee.

In addition to this, i want to clarify that, we ourselves are willing
to communicate with such companies and discuss about their services.
I would be very happy just to recieve a list of Companies (as large as
possible) with their Telephone number and Website URL/email (if
possible) who match the requirement.

Best Regards
Suryakiran